Headline

Senior Program Manager at Daimler Truck Innovation Center India (DTICI)

About

Visionary Digital Transformation Leader with 18+ years of experience aligning IT operations with strategic business objectives. Adept at diagnosing complex organizational challenges, deploying tailored service management practices, and championing change leadership to ensure seamless enterprise adoption. Demonstrated track record of optimizing vendor ecosystems, reducing system downtime, generating substantial cost savings, and elevating global IT service delivery.

Location

Bengaluru

AI stack

Microsoft Copilot

Work experience

Senior Program Manager at Daimler Truck Innovation Center India (DTICI), Sep 2024 - Present · 2 yrs 2 mos, Bengaluru, Karnataka, India, Strategic ITSM Leadership: Established an enterprise-level service management plan and centralized practice, identifying opportunities to strengthen operational business value. Digital Transformation & OCM: Championed Organizational Change Management to guide stakeholders through transitions, ensuring rapid adoption of complex digital transformation solutions. End-to-End Governance: Governed comprehensive IT operations across infrastructure and applications, taking full accountability for SLAs, quality metrics, cost control, and contracts. Process Ownership: Maintained total ownership of Service Desk, SLM, Incident, Problem, Request, Change, and Escalation processes; served as the enterprise escalation point. Product Strategy: Acted as Enterprise Tool Owner for the ServiceNow (SNOW) ITSM module, driving platform innovation and service development. Vendor Management: Negotiated and renewed contracts for tier-one external consultants (McKinsey, ISG, Deloitte) to align with evolving enterprise requirements.

Program Manager at Daimler Truck Innovation Center India (DTICI), Mar 2022 - Sep 2024 · 2 yrs 7 mos, Bengaluru, SIAM & ITSM Orchestration: Direct the transition, transformation, and operational management of the overarching SIAM and ITSM framework across all technology verticals. Process & Operational Excellence: Own end-to-end operational performance and cost efficiency for core ITIL processes (Incident, Problem, Change, Release, and Configuration Management). SLA & Performance Management: Consistently meet or exceed IT Availability SLAs and KPIs through rigorous reporting, continuous improvement, and customer governance. Vendor & Partner Governance: Manage the multi-vendor ecosystem by defining standard performance metrics, fostering cross-vendor collaboration, and leading cross-functional integration and in-sourcing initiatives.

Principal Consultant at Mercedes-Benz Research and Development India, Sep 2017 - Nov 2021 · 4 yrs 3 mos, India, Service Management Lead for Global Network Operations, Management Tools & Automation. • High level solution design to enable integration of tools and process. • Proficient in understanding the business community and translating the requirements into functional and technical solutions. • Responsible for tracking service level agreements/objectives (SLAs/KPIs). • Analyse customer requirements and develop proposals of technical solutions as needed. • Expansion of business capabilities. • Effectively managing cost, schedule, quality and service deliverables. • Managing multi-vendor set up as SIAMS lead for project. • Introduced governance model to manage IT partners. • SLA / KPI Failure analysis, gap identification and proposing mitigation plans • Identifying, tracking and closing all service improvement plans. • Conduct weekly and monthly Service review with the IT partner.

IT Service Management Consultant at Danske Bank, Sep 2016 - Sep 2017 · 1 yr 1 mo, Bengaluru, Karnataka, India

Service Delivery Manager at Cognizant Technology Solutions, May 2014 - 2016 · 1 yr 9 mos, Bangalore

Change Manager at IBM, Feb 2011 - Apr 2014 · 3 yrs 3 mos, IT Service Management- Change Management

Education

B.E, Mechanical, Visvesvaraya Technological University

ICSE, English, Bishop Cotton Boys School